Fast response time, the clearest indicator of what customers experience when they attempt to reach a contact center

Strong consistency in service levels and contact quality

Commitment to evaluating customer satisfaction and empowering employees to make decisions, which help lower costs and resolve issues

In essence, call centers are forced into a balancing act. Basing service strategy purely on efficiency metrics inevitably damages contact quality and leads to customer dissatisfaction. But quality metrics that don’t include quantitative and efficiency measurements will also adversely affect the customer experience, and your call center’s bottom-line.

Logi-Serve’s software enables call centers to test and assess the competencies that drive key service tasks. See how Logi-Serve’s dashboard analytics engine quantifies financial impacts in real time, and how we can measure and improve your key performance metrics, such as: